Operational Excellence

Comprehensive operating model design, performance management, and service delivery frameworks that optimize ServiceNow platform operations, ensure efficient resource allocation, and deliver consistent high-quality services to stakeholders.

Support Structure

Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Nov 20, 2025

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15 min read

Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Combine internal platform knowledge with external expertise to accelerate innovation, eliminate bottlenecks, and transform ServiceNow from operational burden into strategic advantage.

Platform Operating Manual Team

Service Level Management

SLA Breach Management in ServiceNow: Frameworks for Fast Recovery

Sep 22, 2025

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12 min read

SLA Breach Management in ServiceNow: Frameworks for Fast Recovery

Transform SLA breaches from service failures into strategic recovery opportunities through structured frameworks, automated detection, and transparent stakeholder communication.

Platform Operating Manual Team

Support Structure

Empower Users with Self-Service Support in ServiceNow: Best Practices

Sep 5, 2025

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15 min read

Empower Users with Self-Service Support in ServiceNow: Best Practices

Build a self-service model that reduces ticket volume by 40% whilst empowering users to resolve issues independently through Knowledge Management, Service Portal, and Virtual Agent

Platform Operating Manual Team

Delivery Organization

ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies

Aug 21, 2025

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16 min read

ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies

Eliminate role confusion and accelerate platform performance with a clear ServiceNow team charter. Discover how structured governance, role clarity, and strategic alignment deliver measurable business value.

Platform Operating Manual Team

Operating Model Design

ServiceNow Demand Board Best Practices for Strategic Alignment

Aug 19, 2025

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16 min read

ServiceNow Demand Board Best Practices for Strategic Alignment

Transform your demand board from a bottleneck into a strategic asset. Discover how structured governance, diverse expertise, and ServiceNow's native capabilities drive alignment, accelerate decisions, and build stakeholder trust.

Platform Operating Manual Team